Full job description

Job Summary:

We are seeking an experienced and results-driven Call Centre Manager to lead and optimize the operations of our real estate call centre. The ideal candidate will manage a team of call agents responsible for lead generation, client follow-ups, appointment setting, and customer service. You will be responsible for developing call scripts, training staff, monitoring performance, and ensuring a high level of client satisfaction and conversion.

Key Responsibilities:

• Team Management & Leadership
• Supervise, train, and mentor call centre agents
• Set performance goals and KPIs for individual agents and the team
• Schedule and manage staffing to ensure full coverage during business hours
• Operations & Process Optimization
• Monitor inbound and outbound call activities to ensure quality and efficiency
• Create and implement scripts and workflows for different lead types (buyers, sellers, renters, investors)
• Oversee CRM system usage, ensuring data is properly entered, tracked, and followed up
• Identify process gaps and implement improvements to boost lead conversion rates
• Customer Service & Lead Management
• Ensure timely and professional responses to inquiries
• Handle escalated client issues and complaints with a solutions-oriented approach
• Work closely with sales agents and marketing teams to ensure smooth lead handoff and communication
• Reporting & Analysis
• Track key metrics including call volume, lead conversion, response time, and customer satisfaction
• Generate regular performance reports for management review
• Use data to forecast staffing needs and improve call strategies

Requirements:

• Proven experience as a Call Centre Manager, preferably in the real estate, mortgage, or sales industry
• Strong leadership and coaching skills with experience managing call teams
• Excellent communication, conflict resolution, and interpersonal skills
• Proficient in CRM systems and call centre software
• Analytical mindset with experience in performance tracking and reporting
• Ability to thrive in a fast-paced, target-driven environment
• Fluent in both English and Arabic